NxAi Tutorials · Ep 82:10

Add your team

Invite teammates, pick their roles, group them into departments and route chats by topic.

Watch on YouTubeAbout Shared Team Inbox

Transcript

0:00Welcome

Welcome to NxAi tutorials! In this episode, you'll bring your team into NxAi, give everyone the right role, and decide who handles which chats.

0:12What you'll do

We'll invite a teammate, look at the roles, add a department, and set up chat topics and routing.

0:20Team members & seats

Open Settings, then Team members. At the top, you see how many seats your plan includes. Below is everyone in your workspace, with their role, department, chat topics and status.

0:35Invite a teammate & roles

To invite someone, enter their email and choose a role. An Agent works in the inbox, chatting with customers. A Marketing Manager also runs campaigns, templates and contacts. An Analyst can view reports. Click Send invite, and they get an email with a link to join.

0:56Departments

On the Departments tab, group your team the way your business works, like Customer Care, Sales or Accounts. Click Add department, give it a name, and add it.

1:11Chat topics

On Chat topics and routing, list the kinds of chats your team handles. Start with the suggested set: Sales, Support, Billing and payments, Orders and delivery, and General enquiry. You can edit them to your own words.

1:28How hand-over routing works

When the AI agent can't help a customer, NxAi works out the chat's topic, and hands it to an available teammate who takes that topic, preferring the one who helped that customer before. Choose your routing options, and click Save routing.

1:46Give teammates their topics

Finally, give each teammate their department, designation and chat topics. Back on the Members tab, click the edit button next to their name, choose them, and save.

1:58Next episode

In the next episode, we'll open the team inbox and chat with customers. If this video helped, subscribe, and see you in the next one!

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